ITSM Ticket Analytics
Many of the challenges organizations face with Service Outages, Prolonged Downtimes, Inconsistent Service, and Poor Service Availability can be attributed to poor Service Management practices. When the basic Incident, Problem, Change, and Service Request Management processes fail, the organization can fail to meet its basic service levels and deliver poor quality to both its internal and external clients.
The Objective of the process :
The Objective of the ITSM Ticket Analytics Service is to provide insights to the organization by harvesting the ticket data to assess the strength and weakness of the ITSM processes.
- The volumetric analytics can yield insights into trends, patterns and cyclical behaviours/seasonal patterns.
- The descriptive analytics can help to explain what is happening taking the entire organization into account. This allows for establishing correlations amongst teams, types of issues, etc.
- The diagnostic analytics allows for identification causality. Once we learn what happened, we can better focus on why it happened. Who caused it. What caused it.
- Leveraging predictive analytics, we can then determine what can happen if nothing changes in the current system. Whether using PBA analysis or cutting edge predictive algorithms, organizations can forecast out and see what can be expected.
- Finally, leveraging prescriptive analytics, this is where recommendations engines can be used to determine based on what is happening, why it’s happening, and what will happen if nothing changes. What changes should be implemented.
Sample list of benefits :
- Improved Major Incident Management handling (Response and Resolve Times)
- Improved Incident Management handling (Ticket quality, Misrouted tickets, Ticket Bounces, Aging Tickets)
- Improved Change Management success rates
- Improved management of Proactive and Reactive Problem Tickets
- Improved fulfillment rates for Service Requests
Sample list of observations :
- Delayed response to Major Incidents and prolonged restoration times
- Poor ticket quality and ticket handling
- Unauthorized changes, high emergency/expedited changes, high failed/implemented with problems changes
- Lack of proactive/preventative problem tickets or timely closure of problem tickets
- Delays in fulfilling Service Requests in a timely manner resulting in business impact
Sample list of recommendations :
- Strengthen the Major Incident Management team. Provide training to MI Coordinators
- Implement Service Performance Management reporting, Dashboard and Quality Management systems
- Implement fortified change management practices
- Implement Problem Management reviews
- Track Service Request performance metrics